Technical Support Engineer

• Debug real problems. API requests returning 422s for reasons nobody can explain. Webhooks that fire twice, or never. Integrations that worked yesterday. You'll dig through request logs, replicate issues in Postman or cURL, and figure out whether it's the customer, us, or a third party having a bad day.
• Talk to developers like a developer. Some days it's a non-technical admin who needs patience and clear steps. Other days it's a senior engineer who wants a JSON payload and no hand-holding. You can switch between the two without making either feel small.
• Write bug reports engineers love. Steps to reproduce, expected vs. actual behavior, scope of impact, and what you've already ruled out. Our dev team should be able to fix the bug from your ticket alone.
• Fix the cause, not just the symptom. If the same question shows up five times, it's not a support problem. It's a docs problem, a UX problem, or a product problem. You'll write the article, flag the confusing flow, or build the small internal tool that makes it go away.
• Help close deals. Sales will occasionally pull you into a call because a prospect asked something hard about the API. You'll answer it honestly, including when the answer is "not yet."
  
  

• You have 3+ years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company.
• You're comfortable with REST APIs, JSON, HTTP status codes, and webhooks, and reading API docs is mildly enjoyable for you.
• You can read code (JavaScript, Python, Ruby, whatever) well enough to spot why someone's integration is failing. You don't need to ship production code, but you should be dangerous with a script.
• You can write SQL queries without googling JOIN every time.
• Your writing is clear, warm, and short. You know "Great question!" is not an answer.
• You've used a helpdesk tool (Zendesk, Intercom, Help Scout, Front) and have opinions about macros.
• You stay calm when an enterprise customer is upset and their CEO is cc'd.

• You've built something(with or without the use of AI) to make your own job easier: a Chrome extension, a log parser, a Slack bot, a spreadsheet that got out of hand.
• You've worked with integrations like Zapier, CRMs, or accounting tools.
• You speak more than one language. We have customers everywhere.
• You've written documentation that people actually read.

• You want a predictable queue. Some weeks are quiet. Then a customer ships a bad integration on a Friday and you have 40 tickets by Monday.
• You want to hand everything off. We escalate when it matters, but we expect you to get very far on your own first. "I've narrowed it to these two causes" beats "Dev, please look."
• You prefer to be told exactly what to do. We're small. If you see something broken in our process, you're expected to fix it, not wait for permission.
• You're looking for a stepping stone out of support. If engineering or product is your long-term goal, that's great and we'll support it. But we're hiring someone who thinks support engineering is worth getting really good at.
  
  

• Remote and async-first. We care about results, not your green dot on Slack. You'll overlap a few hours with the team for live conversations.
• Low ceremony. Few meetings, lots of writing. If a decision matters, it gets written down.
• You own your corner. You'll have real authority over the support experience, not just a seat in the queue.
  
  

Compensation
USD $2500 - $3000 / month, depending on experience and location. We publish the range because guessing games are a waste of everyone's time.